The Golden Rule is Alive at Progressive
With customer service nightmare stories becoming the pastime of many bloggers, I thought it would be refreshing to share a positive experience that I recently had at Progressive.
I’ve been a customer for a few years, but recently called to cancel my policy because I had intended to switch to my new husband’s policy at a competitor. I, having a fairly clean driving record, had little need to call Progressive during my tenure as a customer. So when I called, much to my surprise, I was greeted by the friendliest contact center agent I’ve ever encountered. Of course, the company wanted to retain my business, so she went above and beyond not to lose me. She went over my policy and worked to find additional discounts to apply to reduce my rate. She even chatted conversationally about a personal experience she had. The conversation lasted for several minutes and I hung up feeling connected to the company.
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I was so impressed that I called my husband to let him know we’re switching back to my provider. When I called back with my husband’s automobile information, the new agent was equally friendly. When I asked him to hold while I fumbled around looking for my account number, he said, “Sure, take your time.” What? Wasn’t he being measured on average handle time? He might lose his bonus because of me. He eventually pulled up the new policy that the previous agent developed and that we had put on hold.
It seems as though companies can take a cue from the executives at Progressive who must realize the benefits of measuring quality and service over efficiency metrics. The company understands the basics of service: to treat customers the way they want to be treated--to keep a positive attitude, listen to customers, and respond to their needs. But in doing so, I assume they must give employees the tools to put customer data at agents’ fingertips and provide ongoing coaching for agents’ success.
Such fundamentals are simple, but not easy. However, they're crucial in serving as the foundation for every customer service professional. Just think, if Progressive didn't understand this, I'd be paying its competitor right about now.
Do you have a positive customer service experience? Share it here.
